Avaya OneCloud CCaaS

Avaya OneCloud CCaaS Reviews

Customer Verified

Do you work for this company? Learn how we help vendors

Reviews
(1-25 of 48)

Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Near 100% uptime
  • Wonderful support for our business with any issues or problems we face
  • Clear and easy to use interface
  • Customization of what statistics and analytics you need to manage workers efficiency
  • Having 2 separate applications makes using this for a call center slightly more complicated than needed
  • Some users have reported call quality issues but could likely be related to internet speeds while working remotely
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Extremely user friendly.
  • Easy to manage and navigate.
  • Great customer service.
  • Having to use 2 different applications is a little strange.
  • Sometimes the calls will come in choppy, but usually based on net stability.
  • As an admin, it is sometimes difficult to navigate.
Ujjwal Goel | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Browser based console and hence no app needed.
  • Web plugin based audio calls.
  • Voice to text transcriptions.
  • Screen recording.
  • Scalable cloud solution.
  • Bring in more options to the console like SAP integration through APIs.
  • Give whisper mode like feature for real-time audits on agent calls.
  • Use integrations and deployment on cloud like AWS, etc. too as Avaya OneCloud is not yet tested in heavy call volume environment.
Vojislav Kosijer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Amazing uptime with little to no interruptions.
  • Amazing support system.
  • Clear, easy and No-Code dependent customizable interface
  • Strong Staff service expertise.
  • Customizable statistics and analytic tools that can easily be managed.
  • Sometimes users report call quality issues, but that is very rare to happen.
  • No self service.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Manages voice, video and social platform
  • Communication optimization
  • Tool for measurement
  • Incredible data precision
  • No third party integration should be there
  • Virtual features required
  • Some glitches needs to be worked on
  • Quality of call recording
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • It records calls quite clearly and consistently.
  • It integrates well with our CRM tools.
  • It automatically answers calls of our customers while our agents engage them.
  • It makes workflow more efficient.
  • It required quite a lot of learning to get used to the software.
Shauna Stermer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
  • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
  • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
  • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
  • One are for improvement for Avaya is the ability to operate behind the VPN. For the virtual employee, this is an issue as we are unable to use it behind the VPN and it must be launched from the remote desktop.
  • The color scheme could definitely use some updating. The charcoal gray background of Avaya's windows, coupled with the black font is not very contrasting. I have used Avaya for years and would love to see an update as to its color scheme to better fit the virtual employee.
  • Avaya could also improve the way an employee moves within the program by titling the icons seen or expanding the Avaya window to allow for a better understanding of what each con does. For example, the Work History window would go unnoticed, had I not been playing with the software one day. These little items are unknown to many professionals in my industry as they sit in the window with no explanation.
Aly Hajiani | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Clear connection.
  • Very few hiccups, problems, or bad connections.
  • Very fast to resolve any problems. Tickets are resolved quickly. Good turn around time.
  • Some hiccups when it comes to connecting and call quality. Not very frequent though
  • Implementation took longer than expected
  • There were some integration issues that slowed down implementation but they were able to address these issues quickly.
February 21, 2019

Avaya Call Center Review

Hammad Bin Idrees | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • What I like the most was it's very easy to understand.
  • Displays the phone number of the customer calling in on the screen.
  • It is very efficient at call centers since you can hear clearly without any interruptions or any static on the line.
  • It is definitely an indispensable tool if you want to have a communicative contact without failures.
  • The Avaya system is the best in the industry and there are many options available to meet your needs. The system is extremely easy to use and is used in various industries.
  • My least favorite thing about the software would have to be the setting when the phone is placed on hold. There is no distinct ring to separate a line on hold vs a normal incoming phone call.
  • The phone will continue to ring until it has been picked u. I think it would be most beneficial to have it ring a couple times every minute to remind you the line is on hold.

Avaya OneCloud CCaaS Scorecard Summary

Feature Scorecard Summary

Contact Center Software (13)
89%
8.9
Agent dashboard (28)
89%
8.9
Validate callers (27)
90%
9.0
Outbound response (27)
91%
9.1
Call forwarding (29)
91%
9.1
Click-to-call (CTC) (25)
91%
9.1
Warm transfer (28)
90%
9.0
Predictive dialing (26)
82%
8.2
Interactive voice response (26)
89%
8.9
REST APIs (24)
86%
8.6
Call scripts (27)
90%
9.0
Call tracking (28)
93%
9.3
Multichannel integration (27)
90%
9.0
CRM software integration (25)
90%
9.0
Workforce Optimization (WFO) (9)
89%
8.9
Inbound call routing (30)
91%
9.1
Omnichannel inbound routing (28)
90%
9.0
Recording (28)
86%
8.6
Quality management (28)
90%
9.0
Call analytics (28)
87%
8.7
Historical reporting (29)
88%
8.8
Live reporting (29)
90%
9.0
Customer surveys (26)
90%
9.0
Customer interaction analytics (27)
89%
8.9

What is Avaya OneCloud CCaaS?

Avaya OneCloud CCaaS is a comprehensive, cloud-based contact center solution that delivers experiences for customers and employees. Users can connect everything—voice, chat, messaging, social, and screen—while bringing together resources, insights, and knowledge across the entire organization to maximize performance and build brand advocacy.

Avaya OneCloud CCaaS Competitors

Avaya OneCloud CCaaS Pricing

Avaya OneCloud CCaaS Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

How much does Avaya OneCloud CCaaS cost?

Avaya OneCloud CCaaS starts at $82.

What is Avaya OneCloud CCaaS's best feature?

Reviewers rate Call tracking highest, with a score of 9.3.

Who uses Avaya OneCloud CCaaS?

The most common users of Avaya OneCloud CCaaS are from Enterprises and the Unknown industry.